Product Manager De-Fleet Customer

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About The Role

Reporting to the VRM Product Principle, this role will be responsible for the product management of the De-Fleet Customer product area.

Our vision in Vehicle Remarketing is to be "the UK's leading used car wholesale platform where dealers choose to start their journey". As the Product Manager for the De-Fleet Customer Product, you will be in a prime position to help us achieve this vision through the capabilities and functionality of our e-commerce platform, mfldirect.co.uk.

We remarket every vehicle that is handed back by the Motability Scheme customer, which means on average 250,000 cars a year, with this number set to increase dramatically.

Over the coming years the automotive industry is facing disruption which will present MO and our dealer customers with opportunities and challenges. As the Product Manager for the De-Fleet Customer Product, you will be working closely with the Senior Leadership Team in Commercial Operations to identify, quantify and prioritise problems worth solving.

This role is responsible for renewing and managing a product strategy for our platform that sells over £3bn worth of cars each year. Key to this is ensuring your teams are empowered to solve problems and find solutions. You will lead your teams in helping mfldirect provide our dealer customers with the supportive buying journeys that help them to thrive in an ever-changing market and truly see us as a trusted partner.

You will work closely with third parties to ensure they are engaged with our mission, making sure that their services and capabilities best support our vision, as well as managing their performance and contracts.

As the Product Manager for the De-Fleet Customer Product you will lead and coach POs in their respective teams to foster a culture where teams are truly empowered to solve problems, delivering excellent solutions that address customer needs. You will help them navigate a fast paced, changing market while maximising the commercial value mfldirect delivers.

Key accountabilities:

• Leading the Customer Product teams to ensure they maximise their potential to add value to Commercial Operations
• Work with stakeholders to fully understand key departmental objectives as well as the overarching departmental strategy
• Represent the voice of the customer and end users throughout the product lifecycle - gathering feedback, conducting user research and advocating for customer needs in product decisions
• Promote an agile mindset within product teams and foster a culture of iterative development, continuous improvement, and adaptation
• Nurture and maintain relationships with multiple stakeholders across the business and a wide range of third parties
• Manage relevant third-party contracts alongside their performance as a key supplier and partner
• Work closely with Technology to drive a culture of empowerment and ownership for product delivery
• Develop the Customer Product strategy and manage its evolution to provide an outcome focused roadmap that delivers against core Commercial Operations objectives
• Ensure analysis, investigation and research takes place to make sure business and customer problems and requirements are clearly defined and understood.
• Lead the continuous discovery process to clearly identify and prioritise the problems worth solving and ensure the teams can define high-level solutions to address these
• Facilitate prioritisation of problems and opportunities linked to core business objectives
• Manage the costs associated to the budget for your products and relevant teams
• Leadership and coaching of Product Owners, ensuring they are motivated and have the resources available to carry out their roles effectively
• Ensure POs have the support they need to determine their evolve/run balance, delivering measurable value while keeping their products suitably robust and secure
• Work with the product teams to write and track stretch OKRs to motivate the team and move us towards our objectives
• Regularly monitor performance of products against core business objectives
• Champion a product and outcome-focused mindset across multiple teams and provide coaching to POs and product teams
• Ensure cross-team collaboration and learnings with other Product Managers
• Review and understand business processes, market insights and strategies to ensure the Customer Products deliver maximum customer and commercial benefit
• Support POs in coordination, facilitation and participation in experiments and the creation of prototypes to define long term requirements
• Facilitate cross-product maturity assessments with other Product Managers to support teams to identify and address key development areas
• Be the Point of Escalation for any production incidents
• Work closely with Product Managers across MO to share learning, develop product culture and manage joint requirements

About You

You should have experience working with stakeholders at all levels to gain consensus and drive outcomes. You can effectively negotiate with a wide range of stakeholders to elicit maximum business value while prioritising the most impactful problems to solve.

You have a desire to understand the 'why' that allows you to lead and support the teams in identifying and delivering the optimal solutions. You can inspire and motivate teams to deliver outcomes that align to our Commercial Objectives and empower the product teams to solve problems.

You will be an expert in e-commerce and customer experience with experience in implementing personalisation, CRM and CRO to enhance that experience to achieve and maximise tangible commercial outcomes.

You are passionate about driving commercial outcomes and understand how technology and data can drive more informed decisions. You believe in the power of data and how it can be used to improve the customer experience whilst allowing us to capitalise on commercial opportunities, embracing the test and learn approach.

You will have a keen understanding of the used car market, the changes happening and the impact on our dealer customers with the ability to think strategically about how our platform can support the dealer customer, maximising their loyalty to our brand and ultimately the premium we can achieve for the cars we sell.

You will have experience of leading teams and be an effective communicator and have a track record of developing, coaching and empowering teams through regular team meetings, 1:1s and performance reviews, offering continuous support and development. You will have the ability to influence the culture of the teams under your leadership but also those who you work closely with to create a mindset of ownership and empowerment to deliver excellent products at speed.

You will have experience of successfully managing third parties and having full ownership of the relationship from contracts and SLA to aligning their roadmaps to our priorities so they can support our vision and strategy to maximise the value we gain from the relationship.

Minimum criteria:

• Background in Product Leadership
• Excellent understanding of the used car market
• Expertise in e-commerce and customer experience
• Experience of personalisation, CRM and CRO
• Commercially focused
• Engaging and confident presenter
• Highly motivated with a growth mindset
• Successful leader and coach to cross-functional teams
• Experience managing third party contracts and their performance against SLAs

About The Company

We're the company behind the Motability Scheme. We exist to deliver smart, sustainable solutions that improve our customers' mobility in a fast-changing world. We're the UK's largest car leasing company and we help over 750,000 people get on the road.

We employ over 1800 people, across London, Bristol, Edinburgh, and Coalville. We know our people are key to our success, so we aim to create an environment that allows our employees to flourish. We look for highly motivated people with a combination of commercial sense and real enthusiasm to meet our customers' needs.

What we do

We lease a wide range of tailored mobility solutions to people who receive of one of the Government's qualifying mobility allowances. Our customers choose a car, Wheelchair Accessible Vehicle (WAV), scooter or powered wheelchair that best suits their needs. We take care of their insurance, breakdown, servicing and more, as part of our worry-free package.

At the end of the lease, our customers can exchange their vehicle for a brand-new model. Each year we sell and move around 200,000 cars. This makes us the largest supplier of single-source vehicles back into the used car market.

The Scheme has been providing affordable, worry-free motoring for over 45 years. We pride ourselves on delivering outstanding customer service, with an independent customer satisfaction rating of 9.6 out of 10.

How we work

We work in a hybrid way. That means remotely for up to two days each week and in our great office spaces the rest of the time. This gives us a good work/life balance and lets us collaborate and deliver for our customers. Visit our website to find out more.

We do our best to accommodate part-time and flexible working requests, where possible, to build on our culture of trust, empowerment, and flexibility.

Our beliefs and values

We believe in building a diverse workforce, where our people are empowered to attend work as their true selves. We encourage people from all backgrounds to apply.

We want to sustain a nurturing culture. And our people to be rewarded equally, regardless of race, national or ethnic origin, sexual orientation, age, disability, or gender.

Our values are at the heart of everything we do:

• We believe no one should be left behind
• We find solutions
• We believe we must take the lead
• We drive change
• We believe everything starts with the customer
• We care

What we can offer you

• Pay: competitive salary, with a yearly discretionary bonus, based on your performance
• Holiday: 28 days, and you can buy and sell days
• Pension: 15% non-contributory pension (9% during probation)
• Health and wellbeing: Private Medical Insurance cover available for all employees and free health screenings for over 50s. Life assurance at four times your basic salary, to give you peace of mind. Free access to healthcare apps like Peppy, Unmind, and Aviva Digital GP. Mental Health Allies and an Employee Assistance Programme
• Development: A library of internal training on our myLearn platform
• Family friendly: We have competitive family leave policies
• Diversity and inclusion: We embrace the diversity of our people and empower them to come to work as their true selves. We want them to flourish and be rewarded equally. We have Employee Network Groups, and we pride ourselves on being inclusive and all our offices have first-rate disability access
• Helping our community: One volunteering day each year, and access to volunteering platform Neighbourly
• Schemes: Car Benefit Scheme for electric and hybrid cars. This means you can lease a brand-new electric or plug-in hybrid car, with insurance and more, for a fixed monthly amount. Cycle to Work Scheme. Employee Discount Scheme, to save money across lots of retailers
• Other voluntary benefits: charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans, free fresh fruit and snacks in the office

Please note, Motability Operations reserves the right to bring forward the closing date of any of its job vacancies if we receive a suitable number of quality applications from which to make a shortlist. Therefore, we recommend that you apply as soon as possible rather than wait until the published closing date.